Katherine Wanjiku
Customer service Representative
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About
I am a meticulous professional with exceptional experience of 6 years in handling customers, marketing, and resultoriented sales executive within numerous Industries. My skills and experience have not only expanded but I have also been exposed to all the facets of customer service and marketing processes, Moreover, I have acquired comprehensive knowledge and experience in implementing productive strategies and structures that are key in ensuring the organization operates effectively and meet performance, quality, and customer targets. Having acquired significant experience in my area of expertise, highlights of my experience include; receiving a large volume of calls, handling customer complaints and resolving them timely, educating customers on the products and services, and conducting market research.
Equipped with analytical skills and an impressive commitment to excellence, my focus is to obtain a position in an organization that requires creative thinking
Experience
1.Training Coordinator
Training Firm International; January to March 2023
Duties and Responsibilities
Determine training requirements by studying sales and marketing strategy and current sales results
Present, promote and sell training services using solid arguments to existing and prospective customers.
Perform cost-benefit and needs analysis of existing/potential customers to meet their needs.
Establish, develop, and maintain positive business and customer relationships.
Execute Social Media marketing on such sites as Facebook, LinkedIn, Instagram, TikTok, and Blog and article writing as requested.
Develop and execute training programs and calendars. among others, launch Market, and execute Evergreen and live webinars and other forms of training for Training Firm International.
Key achievements
Designed and delivered customized training programs for specific departments, resulting in increased productivity and improved job performance.
Streamlined the training process by developing a centralized training database and tracking system, which improved
2.Property Sales Agent /Management
Advent Valuers Limited; April 2020 to June 2022
Duties and Responsibilities
Distribution of rent and service charges.
Creating a new filing system for payments and invoicing tracking.
Managing rental inquiries arranging client meetings, handling emails, and communicating with tenants.
Develop competitive market prices by comparing properties.
Facilitate negotiation between buyers and sellers.
Prepare loyalty contracts, purchase agreement deeds, and other documents for each real estate transaction.
Oversee sales team to ensure compliance quotas and standards are met by holding weekly and daily meetings with the team.
Key achievements
Completed 20 residential closings and 6 commercial closings in 1.5 years
I successfully hit my monthly rental target of 20 million for the residential and commercial buildings I managed.
3.Customer Service Representative
Pevans East Africa Limited; April 2017 to October 2019
Duties and Responsibilities
Administered online communications via digital channels to increase and maintain brand reputation.
Assisted customers with queries and difficulties they experienced with SportPesa products and services.
Implemented CX improvements arising from Activations, retention, and CSAT feedback.
Driving excellent customer service levels by greeting and offering assistance.
Conducting market research to identify selling possibilities and evaluate customer needs.
Provided customers with product information and availability and made product recommendations after testing new products and systems.
Handled changes in policies and renewal.
Seeking out new sales opportunities through cold calling, networking, and social media
Key achievements
Demonstrated professional etiquette and manners, improving positive feedback and 5-star ratings by 90%.
Contributed to a sales increase of 80% in 2019 by improving led-generation and sales-tracking methods
Reduced customer complaints by 40% through escalated grievance resolution procedures.
Successfully managed 1000 plus customers’ accounts simultaneously without a single complaint from any account holder in 3 years
Education
2013 -2016: St Paul’s University- Bachelor of Arts -Communication (Public Relations) Second Class Honors –Upper
Division
2011- 2013: Nibs College -Diploma in Communication -Credit
2006 -2010: St Elizabeth High School- Kenya Certificate of Secondary Education.
